Customer Success Associate Onsite / Offsite

Job Overview

We are seeking a motivated and customer-focused Customer Success Associate to support customers throughout their relationship with the company. The ideal candidate will help customers get the most value from our products or services, respond to questions, resolve concerns, and maintain strong customer relationships. This position may be performed on-site or off-site, depending on business needs.

Responsibilities

• Serve as a primary point of contact for assigned customers.
• Respond to customer questions and requests by phone, email, chat, and other channels.
• Assist customers with onboarding, account setup, and general product or service questions.
• Build and maintain positive, professional customer relationships.
• Monitor customer requests and follow up to ensure timely resolution.
• Identify customer concerns and coordinate with internal teams to resolve issues.
• Maintain accurate customer information and interaction records in company systems.
• Provide customers with product, service, account, and process information.
• Assist with customer retention and engagement initiatives.
• Identify opportunities to improve the customer experience.
• Escalate complex issues to supervisors or appropriate departments when necessary.
• Track customer feedback and communicate recurring concerns to management.
• Meet established customer satisfaction, response-time, and service goals. Perform administrative and customer-support duties as assigned.

Qualifications

• High school diploma or equivalent preferred.
• Previous customer service, customer success, client support, sales support, or administrative experience is a plus.
• Excellent written and verbal communication skills.
• Strong interpersonal and relationship-building skills.
• Excellent problem-solving and organizational abilities.
• Comfortable working with computers, email, spreadsheets, CRM systems, and other business software.
• Strong attention to detail and follow-through.
• Ability to manage multiple customer requests and priorities.
• Ability to work independently and as part of a team.
• Reliable internet connection and suitable workspace required for off-site work.